Service Experience Conference 2016
More than ever, business leaders recognize that customer expectations are changing and that the way to differentiate from the competition is not through their product or service, but through the experience delivered across all interactions with their brand.
Enter service design. Not only is service design an approach that fits the new business challenges companies face, but its systems-oriented, holistic, and human-focused tenets appeal to experience designers who get off on solving complex and wide-ranging problems—people like me.
With all the business opportunity that abounds, it seems like a no-brainer to integrate service design into ones’ organization. But it’s not always so easy… How does one grab the bull by the horns and make it happen? I found success by learning how to promote the value of service experience to the leadership of my organization, finding common language that clarifies what otherwise can appear abstract and intangible, and stoking a passion for service design amongst existing staff while building the necessary skills in team members from within.
This talk illustrates my ongoing journey to success in building service experience into my workplace, along a road with speed bumps, obstacles, and high-speed zones. I share insights and strategies for staying motivated, building momentum, and finding ways to make the investment of time and resources a win for the business, so you can navigate your path more easily.
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